Home Phone Customer Satisfaction Awards 2008
Sky Talk impresses with Home Phone customer satisfaction
Home phone provider Sky Talk was well ahead of the competition in this year’s uSwitch Home Phone Customer Satisfaction Awards, coming first in seven of the 11 categories. Sky Talk won Best Overall Customer Satisfaction with 85% of customers describing themselves as satisfied, 6% ahead of nearest rival TalkTalk on 79%. TalkTalk won in three categories including an impressive 89% satisfaction rate for easy bill interpretation with Best Billing. Meanwhile communications giant BT underwhelmed, coming last in nine of the 11 categories. BT’s lowest score was 38% satisfaction in the Best Deal for You category, a sizeable 26% behind category winner Sky Talk.
The Home Phone Customer Satisfaction Awards results in full
| Award | BT | Sky Talk | TalkTalk | Tiscali | Virgin Media |
|---|
| Best overall customer satisfaction | 70% | 85% | 79% | 77% | 73% |
| 'Most likely to be recommended' | 54% | 75% | 64% | 61% | 58% |
| Best value for money | 54% | 79% | 81% | 75% | 65% |
| Best customer service | 56% | 62% | 50% | 53% | 54% |
| Billing services (Best for billing) | 73% | 76% | 83% | 78% | 71% |
| Ease to interpret bill (Best for billing) | 75% | 76% | 89% | 84% | 77% |
| Best online account management | 60% | 71% | 64% | 74% | 64% |
| Best talk and payment plan | 60% | 84% | 82% | 77% | 66% |
| 'Best deal for you' | 38% | 64% | 57% | 44% | 44% |
| Best for ease of use | 77% | 90% | 84% | 89% | 86% |
| Best for setup support | 67% | 84% | 74% | 78% | 73% |
What the customers say
"Efficient installation and setup, very good customer service, very proactive, good value." – Sky Talk customer
"Competitive prices, easily accessible info online, very detailed and excellent info on billing." – TalkTalk customer.
"Absolutely no problems changing supplier and no problems with the service. My Phone bill has been halved plus I now get broadband as well. Excellent!" – Tiscali customer
About these results
Every year uSwitch commissions the independent research organisation YouGov to carry out a survey of the UK’s home phone providers. The survey was conducted online in January 2008 and received 10,220 home phone respondents from YouGov’s extensive panel, which covers adults of all ages, socio-economic groups and regions of Britain.
Respondents answered numerous questions including; what aspects of a home phone package were important to them, whether they would recommend their provider to a friend, and whether they thought their provider gave them good value for money. uSwitch then calculated the results for each provider, in each category, based on the proportion of customers who expressed satisfaction. For statistical validity, results are only recorded where a supplier had more than 175 responses.
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